Safaricom has taken a significant step in its transformation from a telecoms company to a technology firm by training over 6,000 employees in artificial intelligence and machine learning. This initiative is part of the company's strategy to automate operations and enhance customer service. The training program, known as People and AI Capability Excellence (PACE), aims to equip employees with foundational to associate-level competencies in AI and machine learning.
The training program is a key component of Safaricom's ambition to become an AI-native organisation. According to Florence Nyokabi, Safaricom Group Chief People Officer, the company wants to build a workforce that can develop and deploy intelligent technologies across different business functions. The goal is to enable employees to consume and create AI solutions, rather than simply replacing them with automation.
Safaricom is integrating AI into various aspects of its operations, including customer service, network management, and internal business processes. AI is already helping employees simplify repetitive tasks, improve decision-making, and focus on activities requiring human judgement and creativity. For instance, network engineers are using AI to anticipate and address technical problems, while customer-facing teams are applying the technology to improve service delivery and responsiveness.
The company's approach to AI adoption prioritizes workforce development alongside technology adoption. This strategy reflects a wider transformation in telecommunications, where operators are increasingly using automation, predictive analytics, and intelligent systems to manage complex networks and digital services. By investing in employee training, Safaricom aims to ensure that AI transforms how people work rather than simply replacing them.
Safaricom's 2026 Sustainable Business Report highlights the company's significant contribution to employment and economic activity in Kenya. The report estimates that Safaricom's operations and wider business ecosystem supported approximately 1.4 million jobs and livelihoods during the financial year ended March 31, 2026. This represents an increase of about 71,000 job-years from the previous year, demonstrating the company's growing economic impact.
The World Economic Forum's Future of Jobs Report 2025 estimates that 39% of workers' existing core skills will change or become outdated by 2030. This highlights the need for companies to invest in continuous training and workforce development. Florence Nyokabi acknowledges the uncertainty surrounding the pace of technological disruption and its implications for employment, emphasizing the importance of equipping employees with the skills needed to participate in the opportunities created by emerging technologies.
The impact of technological disruption on employment is particularly significant in Kenya, where approximately one million young people enter the labour market annually. Florence Nyokabi cites the example of M-PESA, which has created an extensive network of agents, merchants, and businesses that depend on digital financial services for their operations. With over 1.4 million livelihoods supported by the M-PESA ecosystem in Kenya, this example illustrates the potential for technology to generate new economic opportunities even as it changes traditional jobs.
Key points
- Safaricom trains 6,000 employees in AI and machine learning to drive technology transformation.
- The company's approach prioritizes workforce development alongside technology adoption.
- Safaricom's operations supported approximately 1.4 million jobs and livelihoods in Kenya during the financial year ended March 31, 2026.
